Officer, Video KYC Support - Consumer Banking Group

Position Overview

This role involves conducting video-based Know Your Customer (KYC) verification and re-verification (ReKYC) activities, ensuring compliance with regulations and delivering a consistent customer experience for the Consumer Banking Group.

Key Responsibilities

• Execute VKYC and ReKYC calls strictly following prescribed scripts and compliance standards.
• Verify customer identities and documentation during live video sessions accurately.
• Maintain compliance with regulatory frameworks and internal quality benchmarks.
• Address customer queries with professionalism throughout the verification process.
• Keep detailed and up-to-date records and system updates in real time.

Duties

• Uphold strict adherence to the bank's KYC guidelines and customer acceptance policies.
• Respond to all KYC call requests within defined service level agreements without exceptions.
• Escalate any KYC exceptions in accordance with the established approval matrix.
• Document all customer interactions and dispositions accurately in the relevant systems.
• Regularly assess internal monitoring processes to identify opportunities for enhancement.

Qualifications

• Possession of a degree is mandatory.
• Certifications related to Operations and Microsoft Office applications are advantageous.

Core Skills

• Excellent interpersonal and communication capabilities, both verbal and written.
• Engaging and effective calling skills preferred.
• Basic analytical aptitude.
• Sound judgment and problem-solving faculties.
• Organizational skills for structuring information clearly.
• Fluency in English, Hindi, and Marathi is essential.
• Ability to maintain strict confidentiality when managing sensitive customer information.
• Customer-centric mindset with strong presence of mind.

Technical Proficiencies

• Competence in MS Office tools including Excel, PowerPoint, and Word.
• Familiarity with Finacle, call center software, and content management systems is preferred.

Additional Information

• Location: Pune-DBIL (Pune/Pimpri-Chinchwad Area).
• Employment Status: Full-time.
• Role falls under Customer Service function with a regular schedule.